Business Consultant, AI Strategy

NICE

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? This is a strategic consulting role within the NiCE Value Realization Services (VRS) organization. The Business Consultant is responsible for owning customer business cases, shaping AI-driven CX strategies, and ensuring measurable bottom-line ROI from NiCE’s enterprise contact center solutions. This role is designed for a seasoned consultant with deep experience advising enterprise customers on AI-enabled digital transformation in the contact center / CCaaS space, combining strategic consulting rigor, financial acumen, and executive-level communication. You will lead customers through complex CX transformations—helping them define where AI creates value, how to operationalize it across people, process, and technology, and how to measure and sustain outcomes. Success in this role requires the ability to translate AI, automation, analytics, and decisioning capabilities into boardroom-ready business narratives and defensible financial models. As a consultant at NiCE, you will act as a trusted advisor to C-suite and VP-level stakeholders, influence cross-functional teams without formal authority, and contribute to the evolution of NiCE’s value realization methodology, AI value frameworks, and consulting best practices. This is a hands-on advisory role with direct ownership of strategic engagements—not a delivery support or technical implementation position.

Requirements

Strong experience in enterprise business consulting, preferably within technology, CCaaS, or CX software
Demonstrated expertise advising customers on AI-enabled transformation, including AI, automation, analytics, or decisioning
Deep understanding of contact center operations and CX economics
Proven ability to build and defend complex business cases, financial models, and ROI analyses
Strong strategic consulting mindset—able to move from executive vision to execution roadmap
Exceptional executive presence and communication skills, including C-suite presentations
Track record of influencing senior stakeholders and leading without formal authority
Experience leading multi-product, multi-workstream enterprise programs
Comfort operating in a matrixed, fast-paced, and ambiguous environment

Responsibilities

Serve as a strategic advisor to enterprise customers on AI-led CX and contact center transformation
Own the end-to-end business case, from value hypothesis through realization and sustained ROI
Lead customers in identifying, prioritizing, and sequencing AI-driven CX use cases tied to measurable financial and operational outcomes
Translate AI-enabled capabilities into clear adoption strategies, value metrics, and executive success criteria
Design and lead enterprise change strategies across people, process, technology, and governance
Act as program-level consulting lead for multi-product, multi-stakeholder initiatives
Build long-term executive relationships, becoming a trusted advisor to senior leadership
Ensure accountability for value realization, benefits tracking, and ROI delivery
Identify opportunities for expansion, renewal, and additional strategic engagements
Lead delivery of high-impact business consulting engagements resulting in measurable business improvement and referenceable clients
Discover, quantify, and articulate value across the NiCE AI and CX product portfolio
Develop financial models, ROI analyses, and value frameworks to support executive decision-making
Advise customers on AI strategy, automation, analytics, and decisioning within contact center operations
Map business cases into actionable transformation roadmaps and solution designs
Establish and govern KPIs, value tracking, and benefits realization models, including post–Go Live sustainability
Lead organizational change management for enterprise AI and CX initiatives
Own and manage senior executive stakeholder relationships, ensuring sponsorship and alignment
Deliver executive-ready presentations with strategic recommendations and financial justification
Serve as the single point of accountability for business case execution and value realization
Influence internal NiCE teams to align delivery, product, and strategy with customer value objectives
Contribute thought leadership to VRS methodology, AI value realization frameworks, and best practices

Benefits

Join an ever-growing, market-disrupting global company where teams—comprised of the best of the best—work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is an opportunity to learn, grow, and advance your career across multiple roles, disciplines, domains, and locations.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume